.............and I will check the BMC KB's next time before I post :) Also - from what I can read below the predefined Incident Response time SLA Template is completely meaningless and useless.
Response field : -The SLA Responded (Response) field, ID 1000001296, on HPD:Helpdesk is a drop-down list with the possible values of Yes/No. There is no default value.For the field SLA Responded, the trigger is the 'Reported Source' field. There is a backend form called 'SYS:Reported Source' and what can happen is that various reported sources can trigger this field to become unhidden. There is no direct tie-in with SLA, but this field can be integrated with SLM.To prevent the SLA Responded field from triggering, set all of the SYS:Reported Source records to be: 'SLA Responded' = "Yes". Any setting for this field to be "No" for the reported source record 'SYS:Reported Source' will cause the SLA Responded field to become unhidden.This filed is also used to set the SLA responded date. Page number 77 of ITSM 7.6 user guide gives more information on Response field. See knowledge article KA302466 for suggestions related to this problem William Rentfrow wrentf...@stratacominc.com Office: 715-204-3061 or 701-232-5697x25 Cell: 715-498-5056 From: William Rentfrow Sent: Tuesday, October 06, 2015 8:58 AM To: arslist@ARSLIST.ORG Subject: SLA Responded? Hi all - Anyone know what sets the "SLA Responded" field in HPD:Help Desk (ITSM 8.1) to "Yes"? I can't find it in the documentation. In SLM there's a pre-defined template for incident response. The value is considered true if SLA Responded = Yes. I've dumped all of the workflow on HPD:Help Desk to an export file and I've been searching for the field ID and going through workflow but it would be much easier if someone knows what the definition/process of setting that field to "Yes" is. I assumed it was something like a Work Log entry where the agent selected one of the types of them trying to contact a customer would flag it but it's not that simple - I tested that. Also, resolving an incident does not set that field to Yes. I assumed that would be true but it's not. William Rentfrow wrentf...@stratacominc.com Office: 715-204-3061 or 701-232-5697x25 Cell: 715-498-5056 _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
